- Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity
- Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes
- Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
- Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
- Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
- Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
- Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization
- Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices
- Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
- Juggle multiple and complex projects/initiatives
- Promote continuous improvement practices for delivery/engagement materials
- Support specific sales activities when required
- Provide training and mentoring to other members of the Crossfuze Delivery team upon request
- Maintain 75% billable utilization target
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